Home > Technical Support > Some games not working
You Can E-mail Us Too
If you don't see an answer to
your question here, we'd be
happy to respond to your
query. The best way to help
us understand your question
and problem solve is to use
the Support Form. That will
provide us with relevant info
about your systems and
hardware so we can respond
more accurately.  Click below
to view the form.

QUESTION:  Some games don’t work.  Some of the games in the game collection do not load or
don't install correctly.

ANSWER:   Possible anti-virus or anti-spyware software conflict.

You might get an error message when this happens or the game may not launch with no error

If this happens, disable your anti-virus or anti-spyware (during installation only), install our game
and then turn the anti-virus/anti-spyware software on again.

It is not uncommon for software installation programs to recommend that you turn off your anti-virus
program, as well as anti-spyware programs before the install to avoid "false positives" that might
cause a problem with the installation.   

Background information. Here’s what’s happening:

When you run an install/setup program it may do many different things including:

  • Write program files into Windows folders
  • Write entries into the Windows registry
  • Add "auto-start" entries that launch programs whenever you boot your computer or login
  • Start, stop or install Windows services
  • Delete other files relating to the program being set up, typically older versions and more.  

All of these are common and necessary to install games and utility software.

However, some anti-virus and anti-spyware scanners aren't always 100% accurate at telling the
difference between a legitimate process and a not so legitimate process.   

So occasionally, legitimate installs are flagged as suspicious, even when they are not.   ALL of our
programs are scanned for viruses and spyware and tested before release.

If your anti-virus/anti-spyware program blocks or otherwise interferes with a program installation,
you may end up with a failed install. Or worse, something that looks like a "successful" install that
doesn't work properly.

And to be clear, we only mean turn off the anti-virus and anti-spam software for the duration of the
installation process.   Be sure to turn it back on when the installation is complete, or you'll be
running unprotected from then on.